Contacting DE-CIX Customer Service
The DE-CIX customer service team is here to help you with any issue you may have, whether it's a technical issue with your service, questions about service provisioning, something you can’t do in the customer portal, or any other question or problem you may be having. Just get in touch; we are glad to help!
The different options of contacting us ares ummarized in this article.
⚠️
Just so you know, our main office hours are Monday through Friday, 08:00 - 22:00 CET/CEST.
Whenever you need assistance outside of these office hours or in an emergency, please always contact us via phone - for details see below.
⚠️
DE-CIX Ticketing System
Our preferred way of communicating with our customers is through our Jira Service Desk Ticketing System.
With the Jira Service Desk, you can:
create new requests or view existing ones without the need to email or phone us,
share your requests with colleagues to collaborate on them jointly or raise awareness,
get a lot more details about your requests than before,
get a clear picture of your ticket's status,
set the urgency of your requests when opening a new ticket, and
Show your satisfaction by rating the DE-CIX Customer Service performance after a case has been resolved. We look forward to your feedback!
Please use the same account credentials that you have used to login into the DE-CIX customer portal as well.
Email & Phone
If you prefer sending us emails, you are more than welcome to do so!
Simply reach out to us via [email protected], which will auto-generate a new ticket on our side.
Global Support | +49-69-1730-902-11 | |
USA | +1-212-796-6914 |
Chat
With the launch of our new customer self-service portal we have also introduced Intercom, which allows customers to jump onto a LIVE chat with our team and get immediate assistance.
To get started - simply click on the chat icon on the bottom right corner of your browser.
Or watch this video explaining features of the chat: